Can AI answer my customer service messages?
It can handle the repetitive majority — order status, hours, policies, routing — and it should hand off cleanly the moment it is uncertain or the customer is upset. The design decision that matters is the handoff, not the model.
The version that damages a brand is the one with no exit: a customer stuck in a loop with no way to reach a person. Build the escape hatch first and the automation second.
Measure containment and satisfaction together. Containment alone will happily rise while your customers quietly get angrier.
Last reviewed 28 July 2026